Job description

Title: Call Center Representative

Duration : 24+ Months Contract

Location: East Syracuse NY 13057 100% OnSite

Description:

Manage large amounts of incoming calls Generate sales leads Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers

Job Specific Requirements

Who we are and what we do:

We serve all of North America, including Canada. Our customer base are end users of our equipment. We are considered ‘the factory’ and are the manufactures of heating a cooling equipment. We then sell the equipment to a distributor who sells to a dealer or contractor. The dealer or contractor installs it in the customer’s home. Instead of the homeowner reaching out directly to the dealer they will call for assistance. We will also get dealers looking for their distributor so they can obtain parts or technical support.

What we help them with:

• Dealer referrals—getting a customer connected with a dealer that can provide sales or service we will warm transfer to a dealer

• Our number one goal is to get the homeowner connected with the dealer

• Provide customers with warranty information

• Product comparison

• Dealer referrals to distributors

• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department

• Customer complaints are triaged by Tier 1 and transferred to the Tier 2 representatives

• Agents are also responsible for triage of remote access or wifi capable products such as thermostats. Identify

Requirements:

• MS Office proficient

• Type 35-45 words per minute

• Excellent verbal and written communication skills

Job Type: Contract

Pay: $17.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person

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